Background to Research Problem

Many companies began to adopt ITIL during the mid-1990’s (Cengage learning 2014). The ITIL framework was developed by the Central Computer and Telecommunications Agency (CCTA) that’s based in the United Kingdom to reduce costs and to improve service delivery (Salié 2004).To improve the quality of student requests and to archive all queries logged, the IT academic department implemented an ITIL based online student query system to improve the quality of services to the students. This article was based on the implementation of such a system at the Department of IT at CPUT and to address the key processes to the management staff of the department. Most departments are often seen as silo-based and not process-oriented, many incidents gets escalated to the wrong person and the departments implement too many processes that’s not properly integrated which leads to confusion amongst the IT staff (Fry, 2005). To ensure that investments at higher education institutions are constantly available, information technology has become a critical factor. (Göcks & Kuper, 2007; University of Canterbury, n.d.)